Deliveries & Returns

Deliveries & Returns

We always try our
best to provide the perfect service, but if you do decide you need to return an
item, for whatever reason, then the following information will help you do so
with the minimum of fuss.

1) Contact Details

a) If you wish to
contact us to request a return you can do so in a variety of ways:

a) Prices on this
website are represented inclusive of VAT, this is because Rockliffe House is
primarily a trade website, although we warmly welcome customers of all
backgrounds!

b) You will be
provided with a clear price at the checkout for p&p and VAT, there are no
hidden charges and once you have paid at the checkout we will not ask for any
supplementary payment for the goods ordered.

c) Prices are
subject to change at any time, however, once you have confirmed your order, you
can be confident that no further changes will take place.

d) Customers can
pay by Debit or Credit Card (securely via Ingenico or PayPal), via BACS (on
request) or by cheque. If you wish to pay by BACS or cheque then you will need
to call or email us with your order.

e) Orders are not
confirmed until funds have been cleared. Deliveries will not be dispatched
until paid for in full.

3) Delivery

a) Delivery times
can vary depending on the items you have ordered and whether they are stocked
or non-stocked items.

b) Items which are
stocked – and in stock – will be shipped within 2 days and delivery date will
vary depending on the type of postage selected. We currently offer courier
delivery (which provides insurance and signed-for security, as well as being
next-day) for all orders over £35.00. Orders under this value can also choose
Royal Mail delivery. No matter what value your order is, you are also
very welcome to come down to our offices and collect your items for free.
Please note we are open from 8am until 8pm Monday to Friday and 9am to 5pm on
Saturdays. You will be asked for identification when collecting items.

c) You will not
have to wait longer than 30 days for delivery, unless we have contacted you
otherwise. You should get a delivery estimate with your order confirmation.

d) If the item you
have ordered is unavailable, we will try our best to offer a substitute good.
We will confirm this with you before shipping and you will be required to pay
any additional monies due before shipping. Equally, we will return any
overpayment before shipping.

4) Cancellation
rights and returns

a) Any order may
be cancelled without penalty from the moment the order is confirmed up to seven
(7) daysafterthe customer hasreceivedthe order. It is the duty of
the customer to take reasonable care of the product while it is in their
possession so that it is fit for resale. No credit can be given for costs
incurred returning items.

b) Cancellations
or returns should be made in writing (via post or email) within the 7-day
'cooling-off' window, cancellations made over the telephone or after the 7-day
'cooling-off' window closes may not qualify for a full credit.

c) We hope we
never make a mistake with your order but if we do, you can be sure that we will
send our own courier to come and collect the incorrect items and we will
replace with the correct items as soon as we can. Alternatively you can return
the incorrect items for a full refund.

d) It is our duty to act fairly and equitably with
customers cancelling or returning orders and we will always endeavour to not
only follow the law, but also recommended best practice from the Office of Fair
Trading and take a common sense approach to each individual order.